Returns and Refunds Policy

Last updated: 16 July 2026

This Returns and Refunds Policy applies to purchases made from soulmuse online and, where applicable, at soulmuse pop-up events.

soulmuse is operated by INDIANA DOUGLAS, a sole trader trading as soulmuse, ABN 54 749 098 452

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded, including rights available under the Australian Consumer Law and any mandatory consumer laws that apply in the customer’s country.

Returns at a glance: Eligible change-of-mind returns may be requested within 30 days of receiving the final item in your order. Customers pay return postage, and approved returns receive store credit. We do not offer direct exchanges or charge restocking fees. Orders may be cancelled before fulfilment. Faulty-product rights and mandatory international consumer rights still apply.

Change-of-mind returns

We understand that sometimes a product may not be quite right. Eligible change-of-mind returns may be accepted for store credit only.

To be eligible, you must contact us within 30 days of receiving your order.

The product must be:

• unused and unwashed

• clean, unmarked and in resalable condition

• returned with its original tags and packaging

• free from makeup, skincare, perfume, pet hair, odours, stains and other marks

Opening the parcel or product packaging does not automatically prevent a return, provided the product has not been used and continues to meet the conditions above.

Change-of-mind returns are not eligible for a cash refund or direct exchange, except where required by applicable law.

How to request a return

Before returning any product, you must submit a return request through your soulmuse. customer account or email indiana.soulmuse@gmail.com.

For email request please include:

• your full name

• your order number 

• the product you wish to return

• the reason for the return

If your request is approved, we will provide return instructions and the return address. Please do not send any product before receiving approval.

If the return appears eligible, we will provide return instructions and the return address.

Please do not send a return before contacting us. Returns sent without approval or sufficient identifying information may be delayed because we may be unable to match the parcel to your order.

Approval of a return request does not guarantee that store credit will be issued. The returned product must still satisfy the conditions in this policy when received and inspected.

Unless otherwise agreed, approved change-of-mind returns must be posted within 14 days of receiving the return instructions.

Return postage for change-of-mind returns

Customers are responsible for the cost of returning change-of-mind products to soulmuse.

We strongly recommend using tracked postage and keeping the tracking receipt. soulmuse. is not responsible for a change-of-mind return that is lost or damaged while being returned by a customer.

Original delivery charges are not included in change-of-mind store credit.

If you use your store credit to purchase another product, you will be responsible for the shipping costs applying to the new order. soulmuse. does not offer direct product or colour exchanges.

Store credit

Once an eligible return has been received and inspected, store credit will be issued for the amount paid for the returned product after any discounts.

Original delivery fees, international duties, taxes and other third-party charges are not included in change-of-mind store credit.

We aim to assess eligible returns and issue store credit within five business days after receiving them.

Store credit issued under this policy:

• does not expire

• is not redeemable for cash, except where required by law

• must be used through the soulmuse. store

• may be subject to reasonable identity or order-verification requirements

Sale and final-sale products

Products purchased during a general sale are eligible for change-of-mind store credit where they satisfy this policy.

Products specifically identified as final sale are not eligible for a change-of-mind return, store credit or exchange.

Final-sale wording does not affect any rights a customer may have when a product is faulty, damaged, incorrectly described or otherwise fails to meet a mandatory consumer guarantee.

Where mandatory laws applying to an international customer provide a cancellation or return right despite a final-sale label, soulmuse. will comply with those laws.

Personalised products and pop-up purchases

Personalised charms, initials, charm combinations and other customised products are not eligible for change-of-mind returns.

This exclusion does not apply where the personalised product is faulty, damaged, incorrectly supplied or otherwise covered by a mandatory consumer right.

A receipt, order confirmation or other reasonable proof of purchase may be required for returns relating to purchases made at a soulmuse. pop-up event.

Faulty, damaged or incorrect products

Please inspect your order when it arrives.

Contact indiana.soulmuse@gmail.com within seven days of delivery where reasonably possible if:

• the zipper is broken or does not function properly

• stitching is torn or significantly defective

• the soulmuse. metal plate is detached or damaged

• the product arrives with significant stains or marks

• you receive the wrong product or colour

• an included accessory is missing

• the product has another manufacturing defect

• the parcel or product arrives damaged

Contacting us quickly helps us investigate the issue and resolve it efficiently. However, the seven-day request does not remove or limit any rights you may have under the Australian Consumer Law or another applicable consumer law.

We may request:

• your order number or proof of purchase

• photographs or videos showing the issue

• a description of when and how the issue occurred

• return of the product so it can be assessed

Photographs help us assess claims but will not be treated as an absolute requirement where providing them is not reasonably possible.

soulmuse. is entitled to reasonably assess a product before providing a remedy.

Remedies for faulty products

The remedy available will depend on the nature and seriousness of the problem and the consumer law that applies.

Where a product has a major problem under the Australian Consumer Law, the customer may generally choose between:

• a refund

• a replacement of the same type, where reasonably available

The customer may also choose to keep the product and seek reasonable compensation for its reduction in value where that remedy is available under applicable law.

Where a product has a minor problem, soulmuse. may choose to repair the product, replace it, issue a refund or provide another appropriate remedy within a reasonable time.

For a minor cosmetic or manufacturing issue, soulmuse. may offer the customer the option of keeping the product and accepting an agreed partial refund or other compensation. A partial refund will only be provided where both soulmuse. and the customer agree to that outcome.

If a minor problem cannot be fixed within a reasonable time, the customer may become entitled to a different remedy under applicable consumer law.

A refund that is legally required for a faulty product will be returned through the original payment method unless the customer agrees to another method.

Store credit will not be imposed instead of a legally required refund.

Return costs for faulty or incorrect products

Where a product is confirmed to be faulty, damaged on arrival or incorrectly supplied, soulmuse. will cover or reimburse reasonable return-postage costs where required by law.

Please contact us before returning the product so we can provide appropriate instructions.

Where a replacement is provided for a confirmed fault or fulfilment error, soulmuse. will cover the reasonable cost of sending the replacement.

If an assessment establishes that the product is not faulty and the issue resulted from misuse, accidental damage, improper care or ordinary wear and tear, the customer may be responsible for applicable postage costs. We will discuss this with the customer before returning the product.

What is not considered a product fault

Subject to applicable consumer law, soulmuse. is not responsible for damage caused by:

• misuse or use contrary to reasonable care instructions

• accidents occurring after delivery

• improper cleaning or washing

• overfilling or placing excessive pressure on the zipper or seams

• contact with leaking makeup, skincare or other substances

• unauthorised alterations or repairs

• normal wear and tear

This section does not apply where the damage resulted from an underlying manufacturing defect or where excluding responsibility would breach applicable law.

Lost or damaged deliveries

Please contact us if an order:

• has not arrived within the estimated delivery period

• is shown as delivered but cannot be located

• arrives damaged

• contains the wrong product

• is missing an item

soulmuse. will investigate delivery issues with the relevant postal or courier provider.

Customers should not be required to resolve a confirmed delivery failure directly with the delivery provider instead of contacting soulmuse.

We may ask the customer to assist by confirming delivery details, checking safe-drop locations or providing information reasonably needed for the delivery investigation.

Order cancellations

You may request to cancel an order at any time before it has been dispatched.

If the cancellation is accepted before dispatch, the order will be refunded through the original payment method.

A cancellation is not confirmed until soulmuse. has provided written confirmation. Once an order has been handed to the postal or courier provider, it cannot be cancelled.

After dispatch, the customer may request a return after delivery under the change-of-mind provisions of this policy or exercise any rights available under applicable consumer law.

Pre-orders

A pre-order may be cancelled for a full refund at any time before it is dispatched.

Estimated pre-order delivery dates are estimates rather than guaranteed dates unless expressly stated otherwise.

If a pre-order experiences a material delay, soulmuse. will provide the customer with an update and the option to:

• continue waiting for the order

• cancel the outstanding pre-order and receive a refund

Pre-order products retain all rights and remedies that apply under applicable consumer law.

International orders

International customers are responsible for checking any import duties, taxes or customs charges that may apply to their order.

Duties and taxes paid directly to customs authorities, postal services, couriers or other third parties generally cannot be refunded directly by soulmuse. Customers may need to contact the relevant authority regarding any available reimbursement.

The soulmuse. change-of-mind policy is subject to mandatory consumer protections applying in the customer’s country.

Where an applicable law gives an international customer a mandatory cancellation, refund or return right that is more favourable than this policy, soulmuse. will honour that mandatory right.

Proof of purchase

We may request reasonable proof that the product was purchased from soulmuse., including:

• an order confirmation

• a receipt

• a bank or payment statement

• another record identifying the purchase

A faulty product does not need to be returned in its original packaging for the customer to exercise rights that apply under consumer law.

Contact

For return, refund, store-credit, cancellation or delivery enquiries, contact:

Email: indiana.soulmuse@gmail.com

Please include your order number wherever possible.